moshe-subscription-failedpayment | Stripe Developers | Page 1

vast ermineBOT Nov 30, 2023, 7:23 PM

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rough pendant Nov 30, 2023, 7:23 PM

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lusty horizon Nov 30, 2023, 7:27 PM

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(give me a few minutes)

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Sorry, lots of people at once. I'm a bit confused overall by your situation. Are you using metered billing maybe?

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sorry still digging and getting lost as the portal is involved on top of it

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moshe-subscription-failedpayment

vast ermineBOT Nov 30, 2023, 7:44 PM

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rough pendant Nov 30, 2023, 7:45 PM

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One of the prices on the subscription uses metered billing.

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I'm a bit confused overall by your situation

Settings are configured to retry 4 times in 30 days. This subscription retried 4 times in 7 days and then canceled.
Customer says they only got one email about the failed payments. Is there a way for me to view emails that were sent to the customer?

narrow pebble Nov 30, 2023, 7:51 PM

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Thanks for the clarification. Looking in to this and will get back to you with what we can find

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So I see the specific decline that the user got was transaction_not_allowed which from what I remember is not a recoverable decline (aka a decline that may be resolved by trying again)

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My understanding was that for certain decline codes Smart Retries will not retry again and just skip to the end behavior but I'm having trouble confirming. Will get back to you

narrow pebble Nov 30, 2023, 8:13 PM

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@rough pendant thank you for your patience. It turns out this happened because the credit card being used was Indian. Royal Bank of India regulations don't let us retry payments so smart retries will skip right to the end behavior when a payment from an Indian card fails. https://stripe.com/docs/india-recurring-payments?integration=subscriptions#subscription-revenue-recovery

India recurring payments

Learn how to update an integration to support RBI e-mandates.

rough pendant Nov 30, 2023, 8:16 PM

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Thanks for looking into it! Just to clarify, it seems like it did retry it one time.

The first time, the failure reason was generic_decline. Therefore, it retried it a second time?

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Also, about my other question, is there a way for me to see emails, or logs about the emails, that were sent to the customers?

narrow pebble Nov 30, 2023, 8:23 PM

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Will look in to that first decline. I am not sure why there would be two payment attempts here

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Good question, apologies I missed that initially.

narrow pebble Nov 30, 2023, 8:51 PM

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So for that first decline, it looks like the retry happened because of a bug on our side that prevented a declined Charge object from being created.

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Will report so we can fix that type of issue going forward

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Also unfortunately it looks like we don't log emails sent to customers in the dashboard

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Though to get to why you are asking, I would guess that the bug is also why the email did not get sent

rough pendant Nov 30, 2023, 8:53 PM

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Thank you so much for looking into this for me! I greatly appreciate it.

#moshe-subscription-failedpayment